Agents

Table 9.1. Agents

Field Description Example Field Type

Agent

 Agent's full name Sergej Display

Extension

 Agent's extension number which is provided when agent is logging into queue 1000 Display

PIN

 Agent's PIN number which is provided when agent is logging into queue 100 Display

Wrap Up Time [ms]

 Pause in milliseconds given to queue agent before new call is transferred to his extension 4000 = 4 sec Display
Edits Queue Agent configuration Click to edit Agent configuration Button
Deletes Queue Agent from the system Click to delete Queue Agent from the system Button


Add/Edit Agent

Table 9.2. Add/Edit Agent

Field Description Example Field Type

Name:

 Queue agent name is used only for easier navigation John [a-z]

Surname:

 Queue agent surname is used only for easier navigation Smith [a-z]

Number:

 Queue agent network number is provided by the agent when logging into queue 4010 [0-9]

PIN:

 Queue agent PIN number is provided by the agent when logging into queue 6583 [0-9]

Wrap Up Time [ms]

Pause in milliseconds given to queue agent before new call is transferred to his extension.

NOTE: This optional number is set for current Agent and it overrides the value in Settings: General

 4000 = 4 sec [0-9]

Member of:

 Groups queue agent belongs to By assigning agent to multiple groups, agent can login into multiple queues with a single agent login. Use CTRL + mouse click to select/unselect groups Select box